Global Refund Manager - ftp.galileoczsk.czftp.galileoczsk.cz/download/grm/GRM_User_Guide.pdf · GLOBAL REFUND MANAGER ... This is done in case of the second or ... PSEUDO: 7H01 PLATING

Global Refund Manager Version: 15MAR2016 User Guide

Global Refund Manager

User Guide

Global Refund Manager 1 Version: 15MAR2016 User Guide

Contents GLOBAL REFUND MANAGER – GRM ............................................................................................................. 2

GRM installation link ..................................................................................................................................... 4

Refund of unused ticket, the Fare is nonrefundable, only taxes can be refunded. ...................................... 5

Refund of unused ticket, cancellation fee applied, all taxes can be refunded, PFC tax breakdown. ........... 8

Refund of partly used ticket, the Fare is nonrefundable after departure, unused taxes can be refunded

except of YQ/YR: .......................................................................................................................................... 10

Refund of partly used ticket issued in Slovakia and paid in EUR, cancellation fee applied: ....................... 12

Refund linear ............................................................................................................................................... 15

Full Refund including all taxes (XF and ZP) without cancel fee ................................................................... 17

Refund of partly used ticket – involuntary refund due to LX1494 cancelled .............................................. 18

Refund of ticket partly paid by credit card and cash. .................................................................................. 21


GLOBAL REFUND MANAGER – GRM GRM is a new application for ticket refunds that makes them easier and more user

friendly but the refund has still to be calculated manually by the agent and the Fare

Rule, especially category 16 must be observed carefully. How to calculate the refunded

amount – see the examples in next chapter.

Advantages:

At the beginning of refund process GRM is checking the linkage, if all devices

are UP, which is necessary for printing the refund notice. If the itinerary

printer is down, GRM can change it to be up again.

GRM is also checking the coupon status and continues only when the status is

OPEN or ARPT. If the ticket to be refunded has not status OPEN or ARPT, GRM will

display following message:

or

To activate GRM in Smartpoint following entry should be used: >#GRM<.

If the PNR still exists even if the segments have been already cancelled, GRM is

able to take all necessary ticketing data, especially all taxes from Filed Fare

History and add them to the refund mask. This is done in case of the second or

subsequent exchange or reissue as well. There is no need for PNR to be opened.


Here you can see the difference in paid taxes between GRM and Refund mask from Galileo

(TRNE) in case when the second exchange should be refunded.

GRM shows all paid taxes from both (all) tickets, it means the originally paid taxes

plus the difference additionally collected, for example US tax: original amount

collected on the first ticket is CZK 764US and ADC collected on the second ticket CZK

98US = CZK 862

On the contrary the taxes shown in the Refund mask from Galileo (TRNE) are copied only

the new (last) ticket and PFC tax breakdown (4.5JFK) must be added by the agent as

well.

>*TRNTAX

1: ·8.......·CZ 2: ·14......·AY 3: ·98......·US 4: ·13......·XA

5: ·11......·XF 6: ·18......·XY 7: ·14......·YC 8: ·1500....·DU

9: ·........·.. 10:·........·.. 11:·........·.. 12:·........·..

13:·........·.. 14:·........·.. 15:·........·.. 16:·........·..

17:·........·.. 18:·........·.. 19:·........·.. 20:·........·..

BT01 ·... ·....... BT02 ·... ·....... BT03 ·... ·.......

BT04 ·... ·....... BT05 ·... ·....... BT06 ·... ·.......

BT07 ·... ·....... BT08 ·... ·....... BT09 ·... ·.......

BT10 ·... ·....... BT11 ·... ·....... BT12 ·... ·.......

BT13 ·... ·....... BT14 ·... ·....... BT15 ·... ·.......

BT16 ·... ·....... BT17 ·... ·....... BT18 ·... ·.......

BT19 ·... ·....... BT20 ·... ·.......

The first exchange:

FARE CZK 9675 TAX 583CZ TAX 9257XT TAX 6456YR

TOTAL CZK 6456A

PRG AF X/PAR AF NYC M250.13NLWSRCZ AF X/PAR AF PRG

M229.08NLXSRCZ NUC479.21END ROE20.1889 XT PD802FR P

D631QX PD123AY PD764US PD109XA PD6729XT PD99XF

EXCHANGED FOR: 0579902177241

ORIGINAL ISSUE: 0579902177241PRG25SEP1499999992

The second exchange:

FARE CZK 14550 TAX 16296XT TAX 8CZ TAX 1668XT

TOTAL CZK 6551A

PRG AF NYC 263.32NKXSRCZ AF X/PAR AF PRG M319.40QKX

SRCZ NUC582.72END ROE24.9687 XT CZK14AY CZK98US CZK

13XA CZK18XY CZK14YC CZK1500DU CZK11XF JFK4.5 PD129

12YR PD583CZ PD802FR PD631QX PD123AY PD764US PD382X

T PD99XF

EXCHANGED FOR: 0579902177244

ORIGINAL ISSUE: 0579902177241PRG25SEP1499999992

RLOC 1G 8SVCTU 1A 32YG32


When the ticket is refunded in different office (PCC) than the ticket has been

issued, following warning message is returned by GRM and refund process must be

ignored (cancelled).

GRM installation link http://ftp.galileoczsk.cz/download/grm/grm_current.exe

Run the installation file and follow the steps.

http://ftp.galileoczsk.cz/download/grm/grm_current.exe


Refund of unused ticket, the Fare is nonrefundable, only taxes can be

refunded.

TKT: 114 9902 228061 NAME: VALENTKO/DAVIDMR

ISSUED: 27JAN15 FOP:CASH

PSEUDO: 79YE PLATING CARRIER: LY ISO: CZ IATA: 99999992

USE CR FLT CLS DATE BRDOFF TIME ST F/B FARE CPN

OPEN LY 2524 G 20JUL PRGTLV 2215 OK GHELSHB 1

NVB20JUL NVA20JUL

OPEN LY 2521 N 31JUL TLVPRG 0715 OK NHELSHB 2

NVB31JUL NVA31JUL

FARE CZK 4984 TAX 591CZ TAX 394AP TAX 649IL

TOTAL CZK 6618

FARE RESTRICTIONS APPLY

PRG LY TLV Q32.00 67.41 LY PRG Q32.00 91.22 NUC222.

63END ROE22.3844

RLOC 1G SLBF5Q 1A YP6BZZ

Category 16 of the appropriate Fare rules – Refund conditions:

002 PRGTLV 20JUL15 LY CZK 01509 GHELSHB STAY---/12MBK-G

16. PENALTIES

FROM/TO PRG

CANCELLATIONS

ANY TIME

TICKET IS NON-REFUNDABLE IN CASE OF CANCEL/NO-SHOW.

004 PRGTLV 20JUL15 LY CZK 02461 NHELSHB STAY---/12MBK-H

16. PENALTIES

FROM/TO PRG

CANCELLATIONS

ANY TIME


Step 1: Enter ticket number and press “Continue” button.

Tick the field below to confirm that Fare Rule – Category 16 has been checked and press

“Continue” button.


Refund mask is active as a default. The other option is Refund linear which can be used

only in case of fully refundable Fare, when all taxes are refunded as well.

Step 2:

The Fare or Equivalent, Total Tax amount, commission and all taxes are automatically

added by GRM.

The agent has to add “amount used” (paid cash or by credit card) and cancellation Fee

only. In case of nonrefundable Fares the whole Fare amount or Equivalent should be

shown as “Cancellation charge”.

When some of the taxes should not be refunded, it is necessary to click on “TAX” field

in front of the appropriate tax and it turns gray.

By clicking on check it is possible to display refunded ticket if necessary. Press

“Continue” below to move to step 3.


Sometimes “Domestic/International” field is returned. In case that it is not updated

automatically by GRM, I for international/ D for domestic type of journey should be

entered.

“Authority” field – is used for waver code granted by the carrier in case of

involuntary refund.

Step 3:

Check the total amount to be refunded and if it is OK, press “Submit” button below.

The other option is to use “Cancel” button in order to ignore the refund transaction.

If the refund has been processed successfully, the message in green frame is retuned by

GRM.

“Start Over” button – will return the refund to the first step and the agent can enter

another ticket to be refunded.

“Void (Cancel) Refund” button – this option can be used in case that already processed

refund should be cancelled and the coupon status should be changed back to OPEN. This

functionality is not supported by all carriers.

When not supported, following message is returned by GRM:

When “Cancel” button is used, following message is returned by GRM:


Refund of unused ticket, cancellation fee applied, all taxes can be

refunded, PFC tax breakdown.

TKT: 114 9902 228064 NAME: VALENTKO/DAVIDMR


PSEUDO: 79YE PLATING CARRIER: LY ISO: CZ IATA: 99999992


OPEN LY 7 U 21JUL TLVJFK 1040 OK UIPMSNA 1

NVB21JUL NVA21JUL

OPEN LY 4 U 30JUL JFKTLV 1030 OK UIPMSNA 2

NVB30JUL NVA30JUL

FARE USD 1343.00 TAX 394AP TAX 649IL TAX 1553XT

TOTAL CZK 35618

EQUIV CZK 33022


TLV LY NYC Q295.00 376.50 LY TLV Q295.00 376.50 NUC

1343.00END ROE1.0 XT 138AY872US123XA173XY136YC111XF

JFK4.5

RLOC 1G SLBF5Q 1A YP6BZZ

Category 16 of the appropriate Fare rule – Refund conditions:

001 TLVNYC 21JUL15 LY USD 753.00 UIPMSNA STAY-SA/1M BK-U

16. PENALTIES

UNLESS OTHERWISE SPECIFIED

CANCELLATIONS

BEFORE DEPARTURE

CHARGE USD 240.00 FOR CANCEL.

CHARGE USD 240.00 FOR NO-SHOW.

AFTER DEPARTURE


Cancellation fee must be converted to local currency:

>FZSUSD240CZK

RATES LAST UPDATED 05AUG 02:15 AM

EQU CZK5924

BANK SELLING RATE 1USD EQUALS 24.6826 CZK


All taxes including PFC tax breakdown are added by GRM automatically.

Only the Fare and Cancellation Fee have to be added:


Refund of partly used ticket, the Fare is nonrefundable after departure,

unused taxes can be refunded except of YQ/YR: TKT: 080 8953 303055 NAME: WANG/LELANMRS

PH: 4201 586 564 5579


PSEUDO: 6C9S PLATING CARRIER: LO ISO: CZ IATA: 15210392


USED LO 92 L 11FEB PEKWAW 0845 OK LPRO3LO 1

NVB11FEB NVA11FEB

USED LO 521 L 11FEB WAWPRG 1430 OK LPRO3LO 2

NVB11FEB NVA11FEB

ARPT LO 528 L 05MAY PRGWAW 1310 OK LPRO3LO 3

NVB05MAY NVA05MAY

ARPT LO 91 L 05MAY WAWPEK 1630 OK LPRO3LO 4

NVB05MAY NVA05MAY

FARE CNY 1850 TAX 591CZ TAX 356CN TAX 8178XT

TOTAL CZK 16433

EQUIV CZK 7308

LO ONLY/NONREF/CHNG RESTR

BJS LO X/WAW LO PRG 149.95 LO X/WAW LO BJS 149.95 N

UC299.90END ROE6.16842 XT 4ND796XW7378YQ

RLOC 1G XFJGZI 1A YRMK89


001 BJSPRG 11FEB15 LO CNY 01850 LPRO3LO STAYSU+/3M BK-L

16. PENALTIES

FOR LPRO3LO FARES

CANCELLATIONS

AFTER DEPARTURE

TICKET IS NON-REFUNDABLE.

----------------------------------------------

REFUND OF UNUSED TAXES FEES AND CHARGES PAID TO

THIRD PARTIES PERMITTED. FUEL AND INSURANCE

SURCHARGES WILL NOT BE REFUNDED.

-----------------------------------------

Calculation of OW ticket PEK-PRG (used segments 1-2 from PNR) in order to receive

already used taxes for segments travelled.

Entry:

>FQS1-2.Y.T29JAN15 and Y = calculation applicable for booking

class Y used for OW fare (Y1RED58).

Entry used to display the Fare calculation:

>F*Q<

FQ-1 M29JAN15 ADT

BJS LO X/WAW LO PRG 2434.98 NUC2434.98END ROE6.16842

FARE CNY 15020 EQU CZK 59329 TAX CN 356 TAX ND 4 TAX XW 398

TAX YQ 3812 TOT CZK 63899

Used taxes: CN 356 / ND 4 / XW 398 / YQ 3812 /

Taxes to be refunded: CZ 591+XW 398 (XW 796 = 398 for outbound + 398 for inbound) = 989

The rest of YQ tax is not refundable according to Category 16 of the appropriate Fare

rule.


In case of partly used nonrefundable ticket, the whole Fare or Equivalent should be

shown in “amount used” field and “Cancellation charge” field is zero (0).

When some of the taxes should not be refunded, it is necessary to click on “TAX” field

in front of the appropriate tax and it turns gray. CN, ND and YQ taxes will not be

refunded in this example. XW tax – only half of the amount (398) can be refunded and

therefore the amount must be changed manually by the agent.


Refund of partly used ticket issued in Slovakia and paid in EUR,

cancellation fee applied: TKT: 180 5299 252798 NAME: KWAH/BUYOUNGMRS

ISSUED: 29SEP14 FOP:CASH

PSEUDO: 7H01 PLATING CARRIER: KE ISO: SK IATA: 78320701


USED KE 936 M 03NOV PRGICN 1830 OK MLEEKE 1

OPEN KE 935 M 28SEP ICNPRG 1245 OK MLEEKE 2

FARE CZK 33700 TAX 21.19CZ TAX 20.86BP TAX 261.40XT

TOTAL EUR 1528.45

EQUIV EUR 1225.00

NONENDS./RISS CHRG APPLY-CZK1950./RFND PNTY APPLY-CZK2900.

PRG KE SEL 834.61 KE PRG 834.61 NUC1669.22END ROE20

.1889 XT 1.40YQ260.00YR

RLOC 1G ZD945G KE D45UUC 1A 25PUOZ

Calculation of the refund:

1/ calculation of OW (PRGSEL) – segment(s) traveled:

>FDPRGSEL03NOV14.T29SEP14/KE<

MPM 7752 TS

**ADDITIONAL TAXES/FEES MAY APPLY**

PUBLIC FARES HISTORY

CX FARE FARE C AP MIN/ SEASONS...... MR GI DT

CZK BASIS MAX

10 KE 33700R MLEEKE M /12M 11AUG -12DEC R TS Fare used on ticket

18 KE 26286 BOXKE B /12M R TS Fare used for OW

calculation


>FN*10/16

010 PRGSEL 03NOV14 KE CZK 33700 MLEEKE STAY---/12MBK-M

16. PENALTIES

BETWEEN CZECH REPUBLIC AND KOREA, REPUBLIC OF FOR M-KE TYPE

FARES

ORIGINATING CZECH REPUBLIC -

CANCELLATIONS

ANY TIME

CHARGE CZK 2900 FOR CANCEL/NO-SHOW/REFUND.

CHILD/INFANT DISCOUNTS APPLY.

WAIVED FOR DEATH OF PASSENGER OR FAMILY MEMBER.

The entry used in PNR for calculation of OW for segment (S1) really traveled PRG-SEL:

>FQS1.B.T29SEP14<

B = requested calculation in booking class B T29SEP14 = original ticketing date

The entry to display the Fare calculation:

>F*Q<

OW calculation of segment(s) used:

FQ-1 M29SEP14 ADT

PRG KE SEL 1302.00BOXKE NUC1302.00END ROE20.1889

FARE CZK 26286 EQU EUR 956.00 TAX CZ 21.19 TAX YQ 0.70 TAX YR

130.00 TOT EUR 1107.89

Calculation of refund:

Original Fare CZK 33700 Equivalent EUR 1225.00

OW Fare (segment traveled PRGSEL) - CZK 26286 EUR 956.00


CZK 7414 EUR 269.00

Cancellation Fee - CZK 2900 EUR 106.00

The Fare amount to be refunded CZK 4514 EUR 163.00

The Fare amount to be refunded in CZK must be converted to the currency of payment

(EUR) using BSR valid on the date of original issue.

Taxes in EUR:

Paid 21.19 CZ – used for OW travel 21.19

Paid 20.86 BP – used for OW travel 0.00 BP 20.86 EUR can be refunded

Paid 1.40 YQ – used for OW travel 0.70 YQ 0.70 EUR can be refunded

Paid 260.00 YR – used for OW travel 130.00 YR 130.00 EUR can be refunded

Taxes to be refunded 151.56 EUR

Total refund: 163 + 151.56 = 314.56 EUR


Sometimes the Fare/Equivalent amount is not returned by the system automatically and

must be added by the agent manually.

The amount used = EUR 956.00 (Equivalent for OW journey PRG SEL)

Cancellation charge = EUR 106 (CZK 2900 as shown in the appropriate Fare rule converted

to the currency of payment - EUR).

Taxes =

CZ tax is not refunded and therefore it is necessary to click on “TAX” field in front

of this tax and it turns gray.

YQ and YR taxes must be changed by the agent manually and the amount corresponding to

the OW journey should be shown.


Refund linear Linear refund is the other option which can be used for refund instead of the “Refund

mask”. It can be used only in case of fully refundable Fare, when all taxes are

refunded as well.

Example:

Refund of unused ticket, cancelation penalty – EUR 180.00 = CZK 4947, all taxes can be

refunded:

TKT: 220 9902 174631 NAME: TRAN/HOANGMR

ISSUED: 24SEP14 FOP:CASH

PSEUDO: 79YE PLATING CARRIER: LH ISO: CZ IATA: 99999992


OPEN LH 1691 U 03JUN PRGMUC 1315 OK UKRCCZW 1

NVB03JUN NVA03JUN

OPEN LH 6790 U 03JUN MUCYYZ 1530 OK UKRCCZW 2

NVB03JUN NVA03JUN

OPEN LH 6779 U 30JUN YYZFRA 2140 OK UKRCCZW 3

NVB30JUN NVA30JUN

OPEN LH 1396 U 01JUL FRAPRG 1220 OK UKRCCZW 4

NVB01JUL NVA01JUL

FARE CZK 27650 TAX 583CZ TAX 219DE TAX 8934XT

TOTAL CZK 37386

FL/CNX/CHG RESTRICTED

CHECK FARE NOTE

PRG LH X/MUC LH YTO 684.78 LH X/FRA LH PRG 684.78 N

UC1369.56END ROE20.1889 XT 1054RA514CA496SQ65RC6805YQ

RLOC 1G TDJ0TS 1A 3X9PD2


>FN*20/16

020 PRGYTO 25MAY15 LH CZK 27650 UKRCCZW STAY- V/12MBK-U

16. PENALTIES

UNLESS OTHERWISE SPECIFIED

CANCELLATIONS

ANY TIME

CHARGE EUR 180.00 FOR CANCEL/NO-SHOW/REFUND.

REFUND OF UNUSED FEES AND TAXES PERMITTED.

Cancellation penalty converted to the currency of payment:

>FZSEUR180CZK

RATES LAST UPDATED 12MAY 08:44 AM

EQU CZK4947

BANK SELLING RATE 1EUR EQUALS 27.4808 CZK



Full Refund including all taxes (XF and ZP) without cancel fee

TKT: 037 8953 327114 NAME: SRAMEK/PAVELMR

PH: 25 717 4277

ISSUED: 19FEB15 FOP:CASH

PSEUDO: 5C0L PLATING CARRIER: US ISO: CZ IATA: 15200054


OPEN US 2149 F 22APR DCABOS 1430 OK FA2AA 1

FARE USD 860.47 TAX 140AY TAX 1607US TAX 212XT

TOTAL CZK 23380

EQUIV CZK 21421

WAS US BOS 860.47 USD860.47END ZPDCA XT 100ZP112XF

DCA4.5

RLOC 1G N0XFRY US DMMCVJ

XT and ZP tax breakdown is entered automatically by GRM.


Refund of partly used ticket – involuntary refund due to LX1494

cancelled

TKT: 724 4869 704993 NAME: KREJCIK/JAKUBMR

ISSUED: 23JUL14 FOP:INVOICE

PSEUDO: 5C0L PLATING CARRIER: LX ISO: CZ IATA: 15200054


USED LX 1485 V 14AUG PRGZRH 1015 OK VNC2SCZ 1

NVB14AUG NVA14AUG

OPEN LX 1494 K 20JUN ZRHPRG 2130 OK KNN2SCZ 2

NVB20JUN NVA20JUN

FARE CZK 2601 TAX 583CZ TAX 839CH TAX 1400YQ

TOTAL CZK 5423


PRG LX ZRH 111.39 LX PRG 17.41 NUC128.80END ROE20.1889

RLOC 1G NVT1VW LX F8F85F

As it is involuntary refund, the Fare used for return travel KNN2SCZ = NUC 17.41 can be

fully refunded.

The amount in NUC must be converted to CZK (currency of commencement of transportation)

using ROE valid at the time of ticketing.

>FZINUC17.41CZK.23JUL14

RATES LAST UPDATED 16JUL 00:30 AM

EQU CZK352 ROE 20.1889 NUC RATE MULTIPLIED BY ROE

Cash amount used: 2601 - 352 = 2249

In order to identify which taxes can be refunded, you have to calculate the journey

already traveled (PRG ZRH) either using PNR if possible or using FQP function.

Calculation based on PNR: for OW calculation, YFFOWCZ fare will be used

>FQS1.Y.T23JUN14

Entry to display the Fare calculation:

>F*Q<

Q-1 M23JUN14 ADT

PRG LX ZRH 668.15YFFOWCZ NUC668.15END ROE19.8157

FARE CZK 13240 TAX CZ 583 TAX YQ 1204 TOT CZK 15027

Used taxes: CZ 583 and YQ 1204

Taxes to be refunded: CH 839 + YQ 196 (1400-1204) = 1035 CZK


The Fare amount is not returned by the system and therefore is also missing in GRM

Refund mask and must be added by the agent manually.


It is necessary to click on “TAX” field in front of CZ tax and it turns gray which

means that this tax will not be refunded.

The amount for YQ tax must be changed manually by the agent to reflect the real

refunded amount.

Waver code


Refund of ticket partly paid by credit card and cash.

TKT: 555 9902 228103-104 NAME: KLEIN/TAMARAMRS

CC: AXXXXXXXXXXXX0000 PH: 42 077 797 6010

ISSUED: 27JAN15 FOP:AX-123456 T15210/CASH

PSEUDO: 79YE PLATING CARRIER: SU ISO: CZ IATA: 99999992


OPEN SU 2015 N 10AUG PRGSVO 1750 OK NHPX 1

NVB10AUG NVA10AUG

OPEN SU 0100 N 11AUG SVOJFK 0925 OK NHPX 2

NVB11AUG NVA11AUG

OPEN SU 4230 N 12AUG JFKTPA 1100 OK NHPX 3

NVB12AUG NVA12AUG

OPEN SU 4124 N 20AUG TPAJFK 0705 OK NHPX 4

NVB20AUG NVA20AUG

----104----

OPEN SU 0101 N 20AUG JFKSVO 1420 OK NHPX 1

NVB20AUG NVA20AUG

OPEN SU 2012 N 21AUG SVOPRG 1020 OK NHPX 2

NVB21AUG NVA21AUG

FARE CZK 14590 TAX 591CZ TAX 276AY TAX 9753XT

TOTAL CZK 25210

PRG SU X/MOW SU X/NYC SU TPA 325.88 SU X/NYC SU X/M

OW SU PRG 325.88 NUC651.76END ROE22.3844 XT 872US12

3XA173XY136YC7702YQ636YR111XF JFK4.5

RLOC 1G VHW73Y SU VKQOOC

The amount paid by CC = CZK 15210, which is 14590 for Fare and 620 for taxes.

The amount paid cash = CZK 10000


>FN*1/16

001 PRGTPA 10AUG15 SU CZK 14590 NHPX STAY- V/165BK-N

16. PENALTIES

BETWEEN AREA 2 AND THE UNITED STATES

CANCELLATIONS

ANY TIME

TICKET IS NON-REFUNDABLE IN CASE OF CANCEL/NO-SHOW/

REFUND.

REFUND OF UNUSED FEES AND TAXES PERMITTED.

As the Fare is non-refundable, only CZK 620 will be refunded into the credit card.

Cash amount used for tax payment is fully refunded.


Documents

Global Refund Manager - ftp.galileoczsk.czftp.galileoczsk.cz/download/grm/GRM_User_Guide.pdf · GLOBAL REFUND MANAGER ... This is done in case of the second or ... PSEUDO: 7H01 PLATING